* Flagship Store
* West End, London
* Full Time - 40 hours per week
* £30,000 - £40,000 (depending on experience) Plus a fantastic commission structure
Our client specialises in the very best of menswear, from legendary bespoke tailoring to exceptional ready-to-wear collections featuring sophisticated separates and sportswear and immaculate business suiting.
Overview of Role
The Deputy Manager's key function is to support the store to achieve Sales and KPI budgets and deliver exceptional customer service. They are required to encourage and demonstrate strong communication within the team. Act as an ambassador of the brand in line with business goals supporting the overall growth and profitability of the store.
MADE TO MEASURE Key Responsibilities:
*Optimise sales potential through the MTM team performance, client relationship management, outreach programme, efficient ordering and aftersales service
*Oversee MTM ordering process from initial consultation to collection and beyond, identify any issues and take prompt action to rectify
*Protect the company's profit by selling stock at the best margin and retaining low damages.
*Ensure the sales team are selling stock accurately, reduce risk of negative stock holding.
*Support the team in creating and maintaining Client lists to enable outreach programme
*Reduce customer complaints - keep a log of every issue and discuss at weekly meeting with Store Manager
*Ensure MTM Consultants and Coordinators respond within 24 hours of customer contact - both email and telephone
*Reduce alterations required after first fitting - analyse any reoccurring themes and take appropriate action with either vendor or individual consultant
*Direct reports to deliver exceptional customer service at all times, provide coaching and feedback to ensure service is in line with company standard, lead by example.
*Manage the relationship with internal and external tailors to maximise service level agreement to support retail function.
*Empower team to make professional, service-led decisions
*Ensure team know when to escalate a customer issue, handle these promptly and professionally
*Ensure all communication with customers - verbal and written is professional and appropriate from all team members
READY TO WEAR Key Responsibilities:
*Support the store to achieve company financial targets through the achievement of the RTW sales and KPI budgets.
*Protect the company's profit by selling stock accurately
*Support in maintaining a low stock loss result
*Support in driving successful store events to build a wider audience and understanding/respect for the brand, assist with store tours
*Ensure the shop floor layout is always commercially led with exceptional standards and presentation
*Monitor missed sales and opportunities weekly and flag these in weekly trade report
*Impact on buying decisions and stock package/stock movement through collating impactful data and feedback and sharing this on a weekly basis through the trade report and the trade meeting
*Ensure RTW team greet and engage with every customer and that hospitality and tours of the store are freely available and offered
*Manage and resolve RTW customer issues/complaints within 24 hours, establish the detail and resolve or escalate/seek further advice where necessary
*Identify training needs within the RTW team, ensure these needs are addressed within the weekly training programme and support in the delivery of the necessary training/mentoring
*Support Store Manager to drive and optimise the Client Relationship Management (CRM) programme to develop loyalty and repeat business
*Ensure excellent brand product knowledge, providing accurate information of the features and benefits to the customer and team
*Maintain a high level of personal presentation in line with the company dress code, as well as good personal hygiene and grooming standards
*Adapt service style for each individual customer, always lead by example
*Ensure the team deliver a seamless alterations service, from the fitting through to the collection, check that store procedures are completed accurately and flag any customer issues or re-alterations required - organise additional training where necessary
*Confirm that each team member is completing the alteration dockets correctly and that they are managing their clients' alterations daily
*Oversee team deployment, lunches/breaks, maximise opportunities at quiet and peak times, ensure the shop floor standards are maintained throughout the day and that the recovery of the store is completed at end of each day before the team leave
*Carry out daily floor walks to ensure visual excellence and compliance with H&S/Company procedures
*Ensure that accurate daily replenishment is completed in a timely manner and that all items are steamed, tagged and ready for the sales floor
*Assist with till/banking operations - morning and night and escalate any till issues immediately
*Complete weekly audit reports
*Support in set up and execution of stocktake
*Organise staffing to support with events or instore activities
*Assess stock levels and take action, liaising closely with Stockroom Manager and the Merchandising team
*Play key role in weekly commercial floor walk with Buyer and Merchandisers
- made to measure
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